| 25 August |
Critical update of PF HelpDesk available for the following issues:
1) You are not able to edit the ticket problem/solution content (body field).
2) In Outlook 2007, you are not able to close a ticket because the buttons to close ( as well as 'Add to KB', 'Create Task') are unavailable under the ribbon tab of Helpdesk.Ticket.8
If you experienced any of the above symptom, then please upgrade to the latest version of the PF HelpDesk files (both the Client tool and the shared files).
Changes:
In Outlook 2007, PF HelpDesk make uses of the Ribbon feature to house the Close, Add to KB, and Create Task buttons. The Workflow is such that, when you open a ticket, you should be able to see these buttons and work on the ticket. But at certain times, if this workflow fails, like in case of some Outlook corruption, you might be unable to work on the Problem/Solution (body) portion of the ticket. In such scenario, you will see a new button 'Edit Ticket' just next to 'Add to KB' clicking which should enable you to reload the ticket item in edit mode.
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| 18 August |
Fixed error: Reading language phrases from resource file
‒ Type mismatch.
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| 23 July |
Email Notification to admin specified users
is now integrated for both manually converted and auto-converted tickets. |
| 7 July |
"Search closed tickets" problem in
Outlook 2000 and 2002 fixed. |
| 4 July |
Minor update. Some users got an
error message about unspecified error when trying to
close a ticket. Open Ticket button and PF HelpDesk
ribbon part in Outlook 2007 was in English even if
you installed another language. This is fixed now.
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| 1 July |
Addition of e-mail notification:
- E-mail notification to an Admin specified group of users/distribution list when
a new ticket is created and saved to the PF Helpdesk. For this feature, the other setting tab in PF HelpDesk Admin tool is modified with an option to enable this feature, and a textbox to enter the users to whom the notification will be sent. There is also a button to
facilitate selecting of user or distribution list from Address Book. If distribution list is selected, all available members with valid e-mail address will be pulled out. NOTE: if there are multiple e-mail addresses, each of them should be separated using the
semicolon (;), else automatic delivery of e-mail may not work.
- A PF Helpdesk specific HTML header is appended to the beginning of the notification e-mail with a light-blue background. This header contains the Folder path of the PF helpdesk, as well as the identification number of the ticket associated with this e-mail. This header is used by the PF Helpdesk add-in part to invoke the associated ticket directly from the e-mail. For this, a new button 'Open Ticket' is introduced in the client add-in, next to the double-headed PF
HelpDesk button that converts an e-mail to a ticket. This button is available in both the main Outlook Explorer as well as in the inspector window of each e-mail (For Outlook 2007, this 'Open Ticket' button is available in the ribbon, whereas in Outlook prior to 2007, it is available as a normal button in the standard toolbar). This button does not work on e-mails that do not have the blue-background header.
- Introduced e-mail notification e-mail HTML template where the admin can include and customize the e-mail that will be sent out to specified users. For this, a new tab in the PF HelpDesk Admin tool is available.
- The subject line for this notification e-mail is in the format: Ticket: {XXX} [Subject] (Problem Category/Problem Type)
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| 10 June |
Minor update due to a bug of maximum
length 24 characters in the Dutch and Italian
versions. When trying to create a cube these
languages sometimes got an error message. This is
now fixed. |
| 6 May 2008 |
Recently some customers have complained that the registration ends abruptly due to a missing scripting encoder version of 5.6 or above, even though the scripting runtime library, is installed on the system. In order to remove this overhead, we have now slightly change the way the license information is stored for all our products. We have done away with the scripting encoder technique and implemented with a custom algorithm.
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| 1 February |
Two bugs are fixed:
When converting an e-mail to a ticket using the PF Helpesk
double headed button, you were prompted if you wanted to
open the new ticket. The message was shown in English
also for a non-English PF Helpdesk installation. If you said
yes to the prompt, the ticket opened up, but with English
captions on the Close, Add to KB, Task buttons as well. This is now
resolved.
Error message dialog "Microsoft Scripting Engine 5.0 or later is needed for this application to work"
was sometimes shown also when the scripting engine
was properly installed and registered. This is now
resolved. |
| 25 January |
Since the task pane buttons in Outlook 2007 seems
to be prone to corruption , they have been substituted
with ribbon buttons. The buttons are now available on
the ribbon, next to Post button. |
| 24 January |
When converting e-mails to tickets, the caller phone
number is automatically pulled up from the address book/GAL.
(The caller name, category are already pulled up in
past version).
Auto-conversion of e-mails to tickets: some users got
an error message even though the ticket subfolder was
created and the user had appropriate permission over
the public folder. "Failed to create subfolder. "Check
that you have the appropriate permissions!" This is
fixed now! |
| 26 October |
Most corporate networks include some kind of security
infrastructure that is intended to block certain types
of communications. Customers who connect to the Internet
from behind a corporate firewall, or via a corporate
proxy server, may have difficulty with product activation
as a result of these security measures. To overcome
this restriction, the application will automatically
launch a wizard for manually activating the license
key via a standard web browser. |
| 28 September |
The recent release of PF HelpDesk had a bug: toolbar
appeared and then was closed in a few seconds. This
bug only occured to existing PF HelpDesk installations
that had been set to work (under Admin tool > Others
settings > Path to Kbase) with the old version of KBase,
Outlook KBase . To resolve this issue, download and
run the latest PFHelpDeskSetup.exe from this webiste
to make an upgrade. (The installer should detect the
previous version and perform the necessary upgrade).
I would also recommend to upgrade your old Outlook Kbase
(now KBase for Outlook, version 2). Download and run
the latest KBaseSetup.exe to perform an upgrade. In
the installation type dialog, select existing the KBase
installation for upgrade and specify the path to the
old KBase. Then make a manual installation of the new
KBase form. Refer to
KBase
Upgrade for more info.
Note that KBase for Outlook (version 2) is still free
for use with a registered PF HelpDesk. The license for
KBase is created automatically by PF HelpDesk. |
| 26 September |
The registration form is visible all through the
registration process. A new progress bar is introduced
that shows the activity during this period, along with
label that informs the user that the application is
trying to contact the server. Earlier the registration
form was hidden until registration either succeeded
or failed. This led to insecurity about the process,
especially if the connection was slow and it took time
to contact the eSellerate server for authentication
of the license key. |
| 24 September |
A bug regarding the option "Save e-mail to folder"
is now corrected. Even if this option was NOT checked,
subfolders were earlier created under the PF HelpDesk
public folder and copies of e-mails that were converted
into tickets were placed under the received folder.
A mistake in the wording of the installer has also been
corrected. |
| 18 September |
A bug in PFHelpDesk.exe version 9.2.0.353 has been
fixed. If the KBase for Outlook folder specified in
the PF Helpdesk Settings was invalid (i.e, either the
folder did not exist, or the folder simply had no KBase
installation), the PF HelpDesk toolbar disappeared as
soon as the PF HelpDesk public folder was accessed and
the application stopped working. Now the PF HelpDest
Settings tool checks the validity of the user specified
KBase folder. If the homepage of the selected folder
does not have the path set to the KBase .html file 'OKBase.htm',
then it is assumed as a non-KBase folder and the user
is prompted to select a valid folder. |
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See older revision history
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